Available on the Free plan
The Winback flow re-engages customers who haven't ordered in a while, before they drift away for good. It picks up naturally where the post-purchase sequence ends.
How it works
Trigger: On customer inactivity — a customer hasn't ordered in a set number of days. It sends once per inactivity cycle.
Three emails, with these default delays (all editable):
Email 1: sends when the customer reaches your inactivity threshold (45 days by default).
Email 2: sends about 7 days later.
Email 3: sends about 7 days after Email 2, with a discount block ready to turn on for a final nudge. It's off by default — turn it on if you want an active discount.
Product recommendations default to the customer's last basket, so the emails lean toward replenishment.
The flow runs on your store's imported order history. New installs pull about 24 months of Shopify orders, so Winback can identify lapsed customers from the start. Without the read_all_orders Shopify permission, the import covers roughly 60 days instead. Stores that installed before this feature shipped may be backfilled in a later rollout.
Considerations
Even with a longer inactivity threshold, a customer whose last order is more than about a year old won't be enrolled — there's a fixed 12-month recency cutoff on top of whatever threshold you set.
Winback tracks inactivity cycles, not one-time enrollment per customer. A customer can trigger the flow again in the future if they order, then go quiet for your threshold period a second time.
If Winback is already active when the store installs or is reached by the backfill, the historic order import is skipped to avoid a sudden burst of winback emails to newly-imported lapsed customers.
Set the inactivity threshold
You decide how long a customer must go without ordering before the Winback flow starts:
From your Judge.me Email admin, go to Flows and click Winback.
In the trigger card (On customer inactivity), click Edit.
Set Inactivity threshold in days (between 1 and 300). Most stores use 30 to 60 days.
Click Save.
Filters
You can narrow who actually receives the Winback flow, beyond just "hasn't ordered in a while." Each Winback email can carry entry filters (conditions someone must meet to enter the flow) and exit conditions (rules that pull them back out partway through) — both use the same set of fields for this flow.
Available fields:
Order count — is / is greater than (or equal to) / is less than (or equal to).
Customer tags — is in / is not in.
Last order value — is / is greater than (or equal to) / is less than (or equal to) / is between. This looks at the order whose lapse opened the current inactivity cycle, not any order since.
Lifetime spend — is / is greater than (or equal to) / is less than (or equal to) / is between.
Last order contains product — includes any of / includes all of / doesn't include. Same lapsed-order scope as Last order value.
Last order contains collection — includes any of / includes all of / doesn't include. Same lapsed-order scope.
Location — is any of / is not. Matches the country on the shopper's account address, not the delivery address — the two can differ.
You can combine up to 25 conditions across up to 10 groups (one level of AND/OR nesting).
Setting up filters
From Judge.me Email admin, go to Flows.
Click Winback.
On the Filters card, click Add filters (or Edit if you've already set some).
Add your entry filters and/or exit conditions, then save.
Turn on the Winback flow
From your Judge.me Email admin, go to Flows.
Open Winback.
Click Activate flow, to turn on the flow and any follow-up emails.
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